Equipment Service
Think Ahead. Plan Ahead. Stay Ahead. With Equipment Service by Bayer.
Equipment Service by Bayer is built on optimizing uptime, maximizing value, reducing risk, and keeping Bayer devices performing at peak efficiency.
As part of the equipment sale, Radiology’s Equipment Service Business generally installs the device at the customer site (per terms and conditions of the sale) and provides the customer a standard warranty (typically 12 months) that covers the majority of issues.
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Remote service technology enabling advanced diagnostics and real-time software support.
VirtualCare™ Remote Support capabilities provide proactive solutions and recovery plans to alert you to a problem, and help you address it, before it shuts you down.
Program Highlights
- Monitor and detect errors automatically, round-the-clock with vErrorAlert
- Receive service requests instantly, generated at point of care with vServiceRequest
- Provide fast, effective, and informed event assessment and determination with vDiagnostics
- Resolve software issues remotely in minutes rather than hours, 24/7 with vRepair
VirtualCare™ is available on:
- MEDRAD® Stellant CT Injection System
- MEDRAD® Spectris Solaris EP MR Injection System
- MEDRAD® Avanta Fluid Management Injection System
- MEDRAD® Mark 7 Arterion Injection System
- Certegra™ Informatics Platform
- MEDRAD® Intego PET Infusion System
- MEDRAD® MRXperion
Some features and benefits may not be available for all countries and all areas. Please contact the Service Representative in your country for more information available for you.
Our Most Comprehensive On-site Service. Providing Peace of Mind without Unexpected Expenses.
Three flexible options allow you to choose the uptime, response time, and after-hour service parameters that best fit your needs. Covering all service and predictive maintenance, DirectCARE™ programs offer full access to our service teams; set pricing for multi-year contracts; and full-service warranties for the term of agreements.
DirectCARE™ features:
- Annual hardware and software updates
- On-site corrective maintenance including travel, labor, and parts
- Extended PM and emergency-service hours options
- Uptime guarantees
- Technical assistance center support
- Meets OEM imaging-equipment-maintenance standards mandated by CMS for hospital accreditation
- VirtualCare™ Remote Support
Some features and benefits may not be available for all countries and all areas. Please contact the Service Representative in your country for more information available for you.
Options to Build Customized Solutions.
SelectCARE™ Programs are designed to meet the needs of those customers who are willing to endure higher risk tolerance for their service.
SelectCARE™ service programs include:
- Engineered predictive maintenance (EPM) only program
- VirtualCare™ Remote Support
Additional SelectCARE™ options can also enhance any existing service programs with coverage
add-ons"
- Extended Service Hours - Level 2
Emergency Service Coverage (EMC) Hours: 6 am - 9 pm Mon-Fri, and 8 am - 5 pm Sat/Sun - Extended Service Hours - Level 1
EMC Coverage Hours: 6 am - 9 pm Mon-Fri - After Hours PM Coverage
PM Coverage Hours: 6 am - 11 pm Mon-Fri
Some features and benefits may not be available for all countries and all areas. Please contact the Service Representative in your country for more information available for you.
Precise. Comprehensive. Guaranteed.
Engineered Predictive Maintenance (EPM) by using certified factory procedures and test equipment to drive uptime, patient safety, image quality, equipment life and customer satisfaction.
Verification and Recalibration per Factory Specifications and Procedures
- Recalibration performed with factory approved test equipment and service software
- Software Updates to Enhance Product Performance
EPM Certified Procedures and Part Replacement
Analysis of worldwide data to proactively replace parts for greater reliability
Complete Inspection and Safety Testing
Inspection of head mounting system including OCS, and testing of all system safety features
90-day Warranty
Includes travel, labor and parts for 100% satisfaction
Service by a Factory-Certified Field Service Engineer
Some features and benefits may not be available for all countries and all areas. Please contact the Service Representative in your country for more information available for you.
Interactive Downtime Calculator
How many patients may be affected if procedures cannot be performed due to prolonged injector downtime events?
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Security is paramount.
At Bayer, we leverage more than a century of patient-centered trust in anchoring a security stance that puts vigilance, innovation and data integrity in between you and a risk-filled world.
It starts with world-class innovation.
Bayer is a world-class innovation company focused on improving the health of humans, animals and plants.
Bayer directs that innovative energy to transform insight into support for our customers to enable them to provide better patient care and improve productivity in computed tomography (CT), magnetic resonance imaging (MRI), angiography, and positron emission tomography (PET).
Our comprehensive and continually evolving portfolio includes medical devices, contrast media, integrated dose-management software (radiation dose and contrast dose), and equipment service. Customers rely on us for our dedicated partnership and advanced solutions that meet the challenging needs of today’s radiology environment.
Software as a security solution.
Bayer recognizes the imperative of patient safety and healthcare data integrity in all its forms. We maintain a cybersecurity function dedicated to developing and evolving cybersecurity requirements as an integral component of our product development lifecycle.
The Medical Device Software CyberSecurity Team continuously monitors and assesses vulnerabilities which are used to inform product design, development, support and implementation. Our processes include continuous monitoring for cybersecurity signals and detailed incident response plans, reviewed and tested annually by the Medical Device Software Incident Response Team to enable coordinated and efficient reaction.
Bayer actively participates on several industry cybersecurity workgroups, including DITTA (Global Diagnostic Imaging, HealthCare IT and Radiation Therapy Trade Association), MITA (Medical Imaging Technology Alliance), and others, and helps to promote patient safety in new legislation and published standards.
CyberSecurity as a shared responsibility.
Cyber Response Policy
Bayer maintains a cyber response policy which is designed to facilitate the activities performed in response to a cybersecurity signal with potential impact to marketed and distributed medical devices. The cyber response policy and process ensures appropriate activities are performed with timely escalation in alignment with FDA Guidance on Postmarket Management of Cybersecurity in Medical Devices. It also incorporates concepts from domestic and international privacy laws, regulations and guidelines, as applicable.
Monitoring Cybersecurity Signals
An integral element of the Bayer cyber response process is the ongoing global monitoring for cybersecurity signals. Bayer maintains a testing and monitoring infrastructure, complete with assessment and vulnerability analysis tools, that enables continuous awareness of industry threats and conducts ongoing risk and vulnerability assessments of products in order to determine potential impact. In addition to proactively monitoring for signals, Bayer is also an active member of mission-critical services such as the United States Computer Emergency Readiness Team (US-CERT) and Defense Information Systems Agency (DISA), among others, that provide real-time information via alerts and special announcements.
Commercial Software Monitoring and Patch Management Policy
Some of our products integrate commercially available software components, and Bayer stays current with announcements and releases by performing assessments on the most recently released updates and assessing the potential impact. Through continuous monitoring of third-party components and associated lifecycles, Bayer strives to maintain secure products and to mitigate potential risks as early as possible, in alignment with industry and regulatory expectations.
MDS2, DICOM Conformance and Technical Whitepapers
Bayer maintains “Manufacturer Disclosure Statement for Medical Device Security” (MDS2) documentation for our products, which enables the assessment of the risk associated with electronic Protected Health Information (ePHI) and the mitigation of that risk within our products. In addition, Bayer has developed DICOM (Digital Imaging and Communication in Medicine) conformance statements that enable assessment of our products’ capabilities with respect to this industry standard.
Bayer also offers technical whitepapers that cover many of our varied product functions, including remote support capability, and provide additional product-specific technical details with respect to security and risk mitigation.
Malware Protection
Some Bayer products are delivered with additional malware protection in the form of a pre-loaded anti-virus application and virus definitions. Other Bayer products offer the option for installation of supported anti-virus software, provided the software is installed and configured in alignment with Bayer recommendations.
The VirtualCareTM Remote Support solution.
VirtualCare™ Remote Support solution allows Bayer support personnel to provide secure remote service over the Internet for devices installed behind customer firewalls. The solution leverages secure web services to communicate over the Internet and links the VirtualCare application to a central server hosted in an ISO/IEC 27001:2005 compliant data center. The solution has been designed for high performance and security at every level of its architecture with a goal to provide faster overall recovery time and maximize uptime of Bayer products.
Faster response time through remote diagnostics, increased first-time fix rate through diagnosis before dispatch and improved product performance with immediate access to the latest product software and enhancements through remote software updates are a few of the benefits made possible by VirtualCare.
VirtualCare is powered by industry standard technology and provides remote service and monitoring at hospitals, clinics, and laboratories all over the world.
A partnership to rely on.
As technology advances enable faster, more-efficient communication among devices that coexist on more accessible networks, product safety and security continue to be our primary focus. From the development of cyber policies and procedures integrated within our risk management framework, to continuous monitoring for the latest potential threat, Bayer is committed to designing and developing safe, secure products.
Bayer reserves the right to modify the specifications and features described herein or to discontinue any product or service identified in this publication at any time without prior notice or obligation. Please contact your authorized Bayer representative for the most current information.
Bayer, the Bayer Cross and VirtualCare are trademarks owned by and/or registered to Bayer in the U.S. and/or other countries. Other trademarks and company names mentioned herein are properties of their respective owners and are used herein solely for informational purposes. No relationship or endorsement should be inferred or implied.
Information Technology Advisory
May 7, 2018
Bayer Radiology has performed an assessment of the below listed Orangeworm vulnerability and, based on the current understanding and our internal research, we have determined that there is no immediate safety or security threat to Bayer Radiology medical devices, including MEDRAD® Stellant™ and MEDRAD® MRXperion™ control room units (Certegra® Workstations), Certegra® and VirtualCare® devices, MEDRAD® Intego and Certegra® Connect.CT.
This is due to the fact that the current primary attack vector is through phishing techniques, which are not supported on these Bayer Radiology medical devices. Bayer Radiology medical devices are not a primary entry point for a phishing-based attack such as Orangeworm, but are highly dependent on the strength of the network on which they are deployed. Bayer Radiology recommends regular network maintenance and patch updates to mitigate vulnerabilities, such as Orangeworm.
The Bayer Radiology Radimetrics® Enterprise Platform is not impacted by this vulnerability, as it is a Linux-based system, and does not rely on MS Windows.
We will continue to monitor the situation and the associated activity and provide updates, as needed.
Potential Orangeworm vulnerability: Trojan.Kwampirs
Trojan type virus affecting MS Windows systems, and may open a back door on the compromised system and download potentially malicious files
May 24, 2017
As a follow-up to our May 17th Information Technology Advisory below, Bayer has now certified the Microsoft (MS) security patch and has started deployment. Customers with an identified Bayer Windows- based device will be contacted by Bayer with instructions for application of the patch.
Bayer will continue to provide information regarding this malware event as necessary on this website. Customers requiring further assistance should contact their local service team for support.
May 19, 2017
The "WannaCry" malware exploits vulnerabilities in various Microsoft Windows operating systems. Different from the devices listed in the earlier communication, Bayer’s Radimetrics® Enterprise Platform runs on a Linux-based operating system and thus is not impacted by this malware.
May 17, 2017
Bayer is aware of ransomware ("WannaCry") that is exploiting vulnerabilities in Microsoft (MS) Windows. If a hospital’s network is compromised by the malware attack, the virus can spread through the hospital’s information technology (IT) network. In this event, Bayer’s Windows-based devices that are connected to the network may be impacted. These devices include: MEDRAD® Stellant™ and MEDRAD® MRXperion™ control room units (Certegra® Workstations), Certegra® and VirtualCare® devices, MEDRAD® Intego RDMS and Certegra® Connect.CT.
Bayer actively monitors for malware that may affect the operation of our devices. In response to this latest global cyber-attack, Bayer will provide a certified MS security patch for deployment on the devices listed above.
If Bayer devices have been impacted by this malware, customers are advised to unplug the Ethernet cable from the hospital network jack on impacted devices which will take these devices offline and contact their local service team. Any impacted devices must not be used until the device has been serviced by Bayer.
If a hospital network has been impacted by this malware, customers should immediately unplug the Ethernet cable from the network jack on the listed devices above.
If the network has NOT been impacted, Bayer recommends working with hospital IT/Security teams to determine the best course of action until a Bayer certified MS security patch is provided. An action a hospital IT/Security team may consider is to unplug the Ethernet cable from the hospital network jack on the listed devices above which will take these devices offline.
In the event that the hospital opts to take these devices offline:
- Bayer and/or Medrad-branded injector(s) will continue to support contrast-enhanced procedures based on the hospital’s established protocols through the control room unit.
- Contrast injection data will not transfer to PACS, speech recognition, Radimetrics®, or other systems and is not retrievable.
- Remote service of Bayer Radiology devices through VirtualCare will also be deactivated.
Bayer will provide updates regarding this malware event on this website and will reach out to customers when the Bayer approved Microsoft Security patch is available.
Customers requiring further assistance should contact their local service team for support.
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